Issues Management Analyst

Brief Description

DUTIES include, but are not limited to, the following:

• Root Cause Analysis & Remediation Planning - Lead root cause investigations for issues identified in Quality Control reviews, internal/external audits, regulatory exams, and investor findings. Partner with line-of-business owners to develop comprehensive remediation plans focused on long-term process and control improvements. Set and manage timelines and accountability for remediation efforts. Conduct follow-up assessments and performance testing to verify remediation effectiveness. Identify and escalate recurring issues for deeper root cause analysis.
• Issue Management Coordination - Serve as the primary remediation owner throughout the issue lifecycle, from identification to closure. Maintain complete documentation of issues including origin, impact, action plans, status updates, and closure validation. Collaborate with business units and QA/QC leads to ensure preventative controls are embedded within systems (e.g., Libretto), procedures, and review protocols. Monitor issues for regulatory risk and ensure compliance with FNMA, FHLMC, and GNMA guidelines. Perform quality control review of all loan files prior to submission for regulatory exams to confirm accuracy, completeness, and exam readiness.
• Reporting & Management Updates - Develop and maintain tracking tools and dashboards to monitor remediation status, including open, overdue, and escalated issues. Deliver weekly remediation updates to VP of Licensing, Audit, Servicing QC, CRU, and SAFE Act Officer. Escalate high-risk delays with recommended resolutions.
• Cross-functional Collaboration - Facilitate alignment across Operations, Legal, Compliance, Training, and Audit to ensure effective and informed remediation planning. Coordinate with Training teams to ensure procedural updates are reflected in employee training materials. Participate in lessons-learned or post-mortem sessions to refine future prevention strategies. Act as a flexible "float" across teams, providing surge capacity and covering critical tasks during peak activity periods or as workload demands.
• Compliance & Risk Alignment - Maintain up-to-date knowledge of servicing requirements from regulators and investors including CFPB, FNMA/FHLMC, GNMA, and state entities. Monitor emerging risks and trends and ensure remediation strategies align with industry expectations. Ensure remediation initiatives are aligned with the broader enterprise risk and control governance framework.

Skills

• Strong analytical and problem-solving skills
• Effective collaboration across departments
• Detail-oriented with an understanding of how all business units integrate
• Excellent communication skills, both written and verbal
• Advanced proficiency with Word, Excel, and internet applications
• Highly adaptable and motivated with a proactive approach
• Effective multi-tasking and prioritization skills
• Teamwork-oriented with a motivational attitude

Physical Requirements

• Ability to sit for long periods of time
• Lifting 25 lbs. or less

About BSI Financial

Founded in 1986, we provide financial services that support our vision of enabling sustainable home ownership by practicing core values that embody doing what is right; emphasizing problem solving; delivering on expectations and winning with humility. Our clients include lenders and investors who make home financing possible. BSI Financial was ranked multiple times in the SMU Dallas 100 list of the fastest growing companies in North Texas and was twice named to the Inc. 5000 list of the fastest growing U.S. companies.

EEO Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.